Italian Technical Support Engineer

Ref. no.: JO-1205-247813(IT)wk25

Tags: Italian engineer windows oracle linux lotus notes administration IT unix tech support

Location(s): Cork

Salary range (€): 35000 - 45000

Additional benefits:

Minimum experience required: 3 - 4 Years

Employment type: Permanent Full-time

Minimum qualification: Third Level Degree

Contact person: Donal Moynihan

Contact e-mail: donal.moynihan@cpl.ie

Job description:

Technical Support Engineer II

GENERAL SUMMARY

Regularly provides technical support expertise in a complex information infrastructure environment with the need to integrate Client products and systems with other client and non-client computer systems being operated by customers. Ability to convey sophisticated ongoing technical system support is critical to, and an essential component of, both Client's business operations and the business operations of client customers. Acts as a remote customer advocate and provides problem determination to resolve customer issues. Identifies and documents with management to proactively revise current procedures and tools to improve customer satisfaction. Helps develop and participates in training and skills development of others

PRINCIPAL DUTIES AND RESPONSIBILITIES

Reviews technical solution articles for accuracy and completeness, and give feedback to the authors

- Acts as a remote customer advocate to champion specific customer needs in collaboration with field team

Understands and uses sphere of influence extending outside of the department

Participating in and possibly leads conference calls with customers Knows their audience and articulate accordingly

Participates in eServices content creation (self-service) and maintenance such as Chat, Knowledgebase content, Support forums, etc.; regularly submits content to the knowledge database

Validates technical information and issues early warning and disseminates information as needed

Interfaces directly with customers at different stages of problem resolution process including understanding issues customers are facing, communicating plans for resolution, explaining developments, and conveying resolution

Contributes and develops knowledge-based articles; may perform senior or expert level tasks for assigned products and skills; prepares articles for other TSEs and/or customers regarding technical solutions

SKILLS

Ability to work in a high-pressure environment.

Systems Experience . Windows or Unix.

Understanding of Networks..

Customer focused.

Interpersonal skills.

Presentation skills. 

 

Education Required:
Bachelors (Technical)

Experience Required:
3 years relevant experience

For more information please contact Donal Moynihan at 0214944875 or e-mail Donal.Moynihan@Cpl.ie